Enterprise Content Services
Connecting Information and Profitability
Published on 1. May 2002
Book
Paperback/Softback
208 pages
978-0-201-73016-6 (ISBN)
Description
In this book, the authors of Managing Knowledge take enterprise content management to the next level, showing decision-makers exactly how to get control of their organization's content and use it for competitive advantage. They provide a start-to-finish, services-based framework for defining goals, choosing technologies, implementing solutions, and operating content management systems for maximum business benefit. The authors first identify the challenge of "InfoSmog" -- the inability of organizations to act effectively due to the volume and disorganization of the information available to them. They demonstrate the measurable value that can be achieved by deploying advanced content services in support of business strategy. Next, they focus on the "how-to" issues associated with successful deployment of content services, introducing powerful new Content Inventory and Enterprise Content Catalog tools that enable far more effective deployment. The book concludes with a manager's guide to today's latest content management solutions: their key features, strengths, weaknesses, and key decision factors.
For IT, Web, and content-related decision-makers and implementers in every information-intensive industry, including banking, finance, manufacturing, retail, education, communications, engineering, and many more.
For IT, Web, and content-related decision-makers and implementers in every information-intensive industry, including banking, finance, manufacturing, retail, education, communications, engineering, and many more.
More details
Language
English
Place of publication
Boston
United States
Publishing group
Pearson Education (US)
Target group
College/higher education
Dimensions
Width: 235 mm
Thickness: 17 mm
Weight
421 gr
ISBN-13
978-0-201-73016-6 (9780201730166)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Persons
Greg Laugero, with Alden Globe, founded Industrial Wisdom, LLC--a company that focuses on driving down costs and driving up profitability by getting authoritative, accurate, and consistent information to decision makers at all levels of the organization. He is an expert in the disciplines of intellectual capital management and organizational communications.
Alden Globe, with Greg Laugero, founded Industrial Wisdom, LLC?a company that focuses on driving down costs and driving up profitability by getting authoritative, accurate, and consistent information to decision makers at all levels of the organization. He is a renowned intranet evangelist and knowledge management expert whose pioneering work on J.D. Edwards' Knowledge Garden has been widely studied.
0201730162AB03222002
Alden Globe, with Greg Laugero, founded Industrial Wisdom, LLC?a company that focuses on driving down costs and driving up profitability by getting authoritative, accurate, and consistent information to decision makers at all levels of the organization. He is a renowned intranet evangelist and knowledge management expert whose pioneering work on J.D. Edwards' Knowledge Garden has been widely studied.
0201730162AB03222002
Content
Foreword.
Preface.
Acknowledgments.
I. WHY CONTENT SERVICES?
1. Content Services and Business Performance.
Content as Asset.
The Content of Relationships.
What Is Content?
Measuring Return on Content.
Knowledge Management and Measurement: A Literature Review.
Content Services and Business Performance Measurement.
Case in Point: HMO Customer Service.
Summary.
2. The Infosmog Challenge.
What Is Infosmog?
The Request for Proposal.
The Sales Presentation.
The Web-Master Bottleneck.
Technical Support.
How Not to Clear Infosmog.
The Automation Fallacy.
Intranet Recycling.
How to Clear Infosmog.
Case in Point: Content Management with Microsoft Tools.
Products of Managing Content.
Internal Efforts.
Case in Point: The BBC Digital Archiving Project.
Conclusion.
Summary.
II. IMPLEMENTING CONTENT SERVICES.
3. Ground Rules for Managing Enterprise Content.
Rule One: Know the Business Problem, Know the Content.
Rule Two: People and Processes Drive Technology.
Rule Three: The Catalog Is the Foundation.
Rule Four: Think Big, Work Small, Deliver Quickly.
Summary.
4. The Knowledge Storyboard.
The Knowledge Storyboard and Business Strategy.
What Is a Knowledge Storyboard?
Lifecycles.
Lifecycle Phases.
Developing a Knowledge Storyboard.
Elements of the Knowledge Storyboard.
Step One: Name the Lifecycle.
Step Two: Identify the Phases.
Step Three: Name the Key Processes and Activities within Each Phase.
Step Four: Identify the Process Participants.
Step Five: Identify the Information-Based Outputs of Each Process.
Step Six: Identify the Information-Based Inputs of Each Process.
Step Seven: Write up Findings as User Profiles.
Case in Point: Defining a Lifecycle at SRP.
User Profiles.
Analysis of Customer Lifecycle.
Summary.
5. The Content Inventory.
Definition of Terms.
Bibliographical Entities.
Examples of Bibliographic Entities.
Inventorying Content.
Step One: Identify the Documents That Embody the Information.
Step Two: Identify the Owners and Locations of Each Document.
Step Three: Identify the Lifecycle and Access Privileges of Each Document.
Content Inventory Example.
Selecting Content and Document Management Systems.
Summary.
6. The Enterprise Content Catalog.
The Importance of an Enterprise Content Catalog.
One Source, Many Views.
What Is an Enterprise Content Catalog?
Complexity Versus Cost.
Catalog Components.
Document Metadata.
Subject Language.
Security and Content Storage.
Summary.
7. Building the Content Services Team.
Organizing Resources.
The Leadership Team.
Responsibilities.
Roles.
The Coordination Team.
Core Group and Occasional Participants.
Responsibilities.
Roles.
Individual Project Teams.
Content and Line-of-Business Experts.
Technical Experts.
Summary.
8. The Space of Flows.
Portals.
Key Features of Portal Technology.
Case in Point: Lawrence Livermore National Laboratory.
Goals of the LLNL Pilot Portal Project.
Pilot Development.
The Three-Step Portal Development Process.
Important Questions.
Summary.
Appendix: Content Services Vendors.
Content Management.
Digital Asset Management.
Digital Rights Management.
Portals.
Data Warehousing.
Content Syndication.
Auto-classification.
Glossary.
Works Cited and Further Readings.
About the Authors.
Index. 0201730162T03252002
Preface.
Acknowledgments.
I. WHY CONTENT SERVICES?
1. Content Services and Business Performance.
Content as Asset.
The Content of Relationships.
What Is Content?
Measuring Return on Content.
Knowledge Management and Measurement: A Literature Review.
Content Services and Business Performance Measurement.
Case in Point: HMO Customer Service.
Summary.
2. The Infosmog Challenge.
What Is Infosmog?
The Request for Proposal.
The Sales Presentation.
The Web-Master Bottleneck.
Technical Support.
How Not to Clear Infosmog.
The Automation Fallacy.
Intranet Recycling.
How to Clear Infosmog.
Case in Point: Content Management with Microsoft Tools.
Products of Managing Content.
Internal Efforts.
Case in Point: The BBC Digital Archiving Project.
Conclusion.
Summary.
II. IMPLEMENTING CONTENT SERVICES.
3. Ground Rules for Managing Enterprise Content.
Rule One: Know the Business Problem, Know the Content.
Rule Two: People and Processes Drive Technology.
Rule Three: The Catalog Is the Foundation.
Rule Four: Think Big, Work Small, Deliver Quickly.
Summary.
4. The Knowledge Storyboard.
The Knowledge Storyboard and Business Strategy.
What Is a Knowledge Storyboard?
Lifecycles.
Lifecycle Phases.
Developing a Knowledge Storyboard.
Elements of the Knowledge Storyboard.
Step One: Name the Lifecycle.
Step Two: Identify the Phases.
Step Three: Name the Key Processes and Activities within Each Phase.
Step Four: Identify the Process Participants.
Step Five: Identify the Information-Based Outputs of Each Process.
Step Six: Identify the Information-Based Inputs of Each Process.
Step Seven: Write up Findings as User Profiles.
Case in Point: Defining a Lifecycle at SRP.
User Profiles.
Analysis of Customer Lifecycle.
Summary.
5. The Content Inventory.
Definition of Terms.
Bibliographical Entities.
Examples of Bibliographic Entities.
Inventorying Content.
Step One: Identify the Documents That Embody the Information.
Step Two: Identify the Owners and Locations of Each Document.
Step Three: Identify the Lifecycle and Access Privileges of Each Document.
Content Inventory Example.
Selecting Content and Document Management Systems.
Summary.
6. The Enterprise Content Catalog.
The Importance of an Enterprise Content Catalog.
One Source, Many Views.
What Is an Enterprise Content Catalog?
Complexity Versus Cost.
Catalog Components.
Document Metadata.
Subject Language.
Security and Content Storage.
Summary.
7. Building the Content Services Team.
Organizing Resources.
The Leadership Team.
Responsibilities.
Roles.
The Coordination Team.
Core Group and Occasional Participants.
Responsibilities.
Roles.
Individual Project Teams.
Content and Line-of-Business Experts.
Technical Experts.
Summary.
8. The Space of Flows.
Portals.
Key Features of Portal Technology.
Case in Point: Lawrence Livermore National Laboratory.
Goals of the LLNL Pilot Portal Project.
Pilot Development.
The Three-Step Portal Development Process.
Important Questions.
Summary.
Appendix: Content Services Vendors.
Content Management.
Digital Asset Management.
Digital Rights Management.
Portals.
Data Warehousing.
Content Syndication.
Auto-classification.
Glossary.
Works Cited and Further Readings.
About the Authors.
Index. 0201730162T03252002